September, 2017

article thumbnail

How to Start Improving CX in the Real World

Experience Investigators by 360Connext

I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach. Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!

article thumbnail

The CX topic we need to address more

Customer Bliss

As I’ve been doing more episodes of my customer experience podcast , I’m increasingly hearing more stories about omni-channel collaboration and experiences. I love that. Silos need to align for the customer to have the best experience possible, and when the customer has that best experience possible, that’s really the place where revenue and growth reside.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Guest Blog: How Does AI Marketing Help Drive Customer Engagement?

ShepHyken

This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken. Artificial intelligence (AI) and all of its many uses have seen massive amounts of growth throughout the last year.

article thumbnail

Unbelievable! Walmart Shopping Just Got Better!

Beyond Philosophy

Walmart is debuting a towering new kiosk that makes it easier to pick up online orders in your local Walmart store. Early reviews of Walmart’s “pickup tower” give it a thumbs up. In about 20 Walmart stores, you can scan a barcode on your phone at the bright red 16-foot-tall tower in the front of the store. A door opens, your item appears, and you’re done.

Retail 158
article thumbnail

Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

article thumbnail

Why Going to a Baseball Stadium Is About More Than The Game

ReviewTrackers

Fans expect more than a win when they go to a baseball game, and that is evident when it comes to the New York Yankees. While the Yankees are one of the most successful sports franchises in history, Yankee stadium is rated No. 26 out of the 30 baseball stadiums in Major League Baseball. That’s according to the new 2017 Voice of the Fan Report by ReviewTrackers, which shows that the stadium of the Yankees, an iconic baseball team, doesn’t deliver an experience that meets fan expectations, even fo

2017 182

More Trending

article thumbnail

5 Top CX Trends For Survival in the Age of the Customer

Experience Investigators by 360Connext

The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. It’s moving from a “nice to have” to a “must have” department in most organizations. Those with or without customer experience in their titles are considering how their daily work impacts the customer journey.

article thumbnail

Improving the Energy Industry Experience, With Damian Cotchett – CB67

Customer Bliss

Episode Overview. Damian and I discuss how he is leading the transition, in partnership with his CEO, to make AGL Energy of Australia a service business that happens to supply energy. In our conversation, Damian walks us through his six dimensions of the transformation, and many not-to-be-missed tactics that he has used to make progress. About Damian.

article thumbnail

Taking Ownership – key to the success of your approach to Customer Experience

ijgolding

As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers as are looking for their shorts and t-shirts. Whether you are revelling in the thought that summer is coming, or despairing at the reality of short days and long nights, the month of September is an annual signal of impending change.

article thumbnail

Unbelievable: Latest Airline Fiasco!

Beyond Philosophy

RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights. Hapless travelers are stranded in far-flung cities or stuck at home when they expected to be on holiday. Ryanair announced last Friday that it would cancel 40-50 flights per day for the next six weeks.

Airlines 153
article thumbnail

The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

article thumbnail

How to Improve Customer Satisfaction – Eric Berne’s Three Ego States

LiveChat

Some time ago, I read a mind-opening book about communication in relationships. In the chapter dedicated to emotions, the author stated that the unconditional love happens between parents and their children only. Not really surprising, I know. But what the author also stated was that in all other relationships, we love because we have a reason to do so.

article thumbnail

Three Problems with Customer Surveys and How to Fix Them

Bob Hayes

Customer surveys are the foundation of many CX programs. Improvements in the content of these surveys, however, have not changed for decades. Businesses now have a plethora of data sources to help them understand their customers. The use of these Big Data sources will necessarily impact the type of questions you need to ask in your customer survey. Figure 1.

Loyalty 101
article thumbnail

The Evolution of Kohl’s

Customer Enthusiast

I was recently invited to contribute to CX Factor, a web series hosted by Mark Fidelman, CEO of Fanatics Media, that shines a spotlight on world-class brands known for delivering smarter, superior experiences to today’s modern, connected customers. The episode in which I participated featured Sunil Bhardwaj, SVP, technology, platform, and data science for Kohl’s.

Fashion 105
article thumbnail

Building the CX Platform at Cisco, With Rachael McBrearty – CB68

Customer Bliss

Episode Overview. Rachael walks us through her path to provide Cisco with crucial information that created insights around Cisco’s customer base — and how she is building capabilities inside the organization to value customers, show impact, and focus on their priorities. . About Rachael. Rachael McBrearty is Chief Creative of Customer Insights and Experience at Cisco.

2007 0
article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

article thumbnail

5 Strategies for Creating a Customer Service Culture

CSM Magazine

One of the most common challenges I hear from managers and business owners is how to get staff to provide better service. Over the years I’ve observed that the organizations who nurture the best service behaviors use these five strategies. 1. Educate towards Empathy. It’s easier to get employees to care about customers by putting them in the place of customers.

Culture 80
article thumbnail

Revealed: Why We Don’t Like Extremes

Beyond Philosophy

When you are making decisions, you carefully consider all the facts and factors that present in a logical and orderly process, right? Not so fast. You rarely make decisions this way—and neither do your customers. The truth is that psychological principles often influence the decision-making process; you might even say take over. But don’t feel bad that you didn’t know.

Webinar 149
article thumbnail

Knowledge Base Integration With Live Chat – the Best Recipe for Customer Support

ProProfs Chat

How important is good customer support for your business? Is it a top priority for you, or happens to just another facet of your day-to-day business operations? It may seem like a no-brainer, but a surprising number of businesses have failed to deliver when it comes to ensuring that their customers are happy. And falling sales numbers are there to show for it.

article thumbnail

Why Healthcare Organizations Should Focus on the Consumer

ReviewTrackers

The patient is a consumer. As out-of-pocket healthcare costs continue to increase, patients are doing more research when they search for a healthcare provider. To understand the role of consumerism in healthcare, we spoke to Preston Gee, vice president, strategic marketing at CHRISTUS Health. He says that while it’s important for a hospital to be focused on the patient, it’s the consumer, the individual who is not a patient yet, that is the person who is still making the decision as to whe

article thumbnail

Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

article thumbnail

Since when did CX become a “Game of Thrones”?

OpinionLab

You’d have to have been starved of internet access not to realize the Game of Thrones (or GoT for short) season finale aired recently. I’m a big fan of the show, having seen all episodes and read all the books. Maybe due to the combination of this passion and my obsession for CX (not to mention a couple glasses of Dornish wine ), it suddenly hit me: the CX landscape is as complex and changing as the power struggle in GoT.

NPS 94
article thumbnail

How to Win the Chief Customer Officer Role, With Sandy Miranda – CB70

Customer Bliss

Episode Overview. Sandy Miranda explains her three rules for how to elevate from your existing role to a CCO Role in your organization. Sandy tells of her deliberate path from Customer Care Manager to CCO and how she took actions to earn the role and ensure she could be successful in it. About Sandy. From her LinkedIn: Having spent my entire career in service I have naturally and happily found a home in the Customer Success space.

article thumbnail

Big Mistake… Don’t Judge a Book Buy Its Cover

ShepHyken

There’s an old proverb that says, “Outward appearances are not a reliable indication of true character.” In other words, you can’t – and shouldn’t – judge a book by its cover. One of my favorite examples of this is from the movie Pretty Woman starring Julia Roberts and Richard Gere. This classic movie from back in the 1990’s was about a wealthy man, Edward Lewis, on a business trip in Beverly Hills who falls in love with a prostitute, Vivian Ward.

Books 0
article thumbnail

Beware! Don’t Make These Mistakes When Measuring Success

Beyond Philosophy

When you are improving your Customer Experience (CX), measuring your progress is crucial. Measurement tells you what you are doing right and, perhaps more importantly, what you are doing wrong. The analysis also helps you determine goals for your team and where to focus your efforts. It also helps you allocate proper resources. Fail to measure correctly, and you will have a tougher road to success—or miss the road altogether.

article thumbnail

How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

article thumbnail

6 Reasons to Use Live Chat Support Software

ProProfs Chat

What is the burning desire of every business? Increase market share through customer loyalty! What is the major cause of losing customers in an e-commerce environment? Unaddressed customer “pain points”. Pain points are the chronic issues (or even new ones) that have been unresolved for extended periods of time. Business analytics and data mining reports show too many customers signing out of memberships or walking out of websites, leaving behind full shopping carts.

article thumbnail

What Your Customers Love and Hate About Live Chat Support

Kayako

Are you looking to add live chat to your customer support arsenal? If you are evaluating this, you can’t help but pull out a notepad, draw a line down the middle, and write “pros” and “cons” on either side. Except you won’t need to. That’s exactly what we’ve done here for you today! Rather than speculate on what makes a live chat software experience effortless or frustrating, Kayako surveyed 400 anonymous consumers and 100 anonymous businesses to find out what they think of live chat.

article thumbnail

Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Experience Matters

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors.

2017 106
article thumbnail

What’s Your Context? digital or omni-channel

Martin Hill-Wilson

I’m half way through facilitating the redesign of key customer journeys across a particular b2b lifecycle. As you might imagine new purchasing behaviours and online competitors have made the search for a viable business model something of an urgency. One that these days is most often summarised as needing to become a ‘digital first’ business.

Workshop 112
article thumbnail

7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper